Customer Services – what’s that?

legal updates

If the customer has a bad experience they will escalate their complaint.

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It’s not the usual area of legal articles, but it is worth a mention since it has a big bearing on the legal outcomes for many of our clients.   

You will have all experienced good and bad customer service – the restaurant is a good example.   You arrive but why is it taking so long to take you order?  You order, but how does the waiter/waitress deal with your order – friendly, eye contact, humour, taking an interest or is it, ‘What do you want?’.  You get the food but it’s not what you ordered, or it’s cold.  You try to complain to the waiter/waitress ‘ nothing happens.

So where are the similarities with selling cars?

  • Do you keep your customers hanging on, not talking to them, making them feel insignificant?
  • Do you supply what they’ve asked for?  Excuses when the advert says one thing and you’ve supplied something else?
  • Do you take a pride in the quality or just avoid the customer if they have a complaint?

So often, if the customer has a bad experience they will escalate their complaint; Small Claims Court, write on a blog, become unreasonable, involve Trading Standards etc, etc. It’s worth remembering the saying, ‘Treat others as you’d like to be treated yourself.’

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Our member explained they do not offer a delivery service and do not engage in distance selling.

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Don’t sign any contract unless you are fully aware of its terms!

Double or nothing – Consumer’s claim dismissed!

The Claimant countered with a request for more than double the amount that our member had offered.

Non-refundable deposits – Where do you stand?

Relevant paperwork should be provided before payment is taken.

Used car warranties – What are you liable for?

If a fault is found to have been developing at the time of sale, this could become the trader’s responsibility to provide a remedy.

Distance Selling Regulations – A thing of the past?

The regulations only apply to consumer contracts, not business-to-business sales, and only apply to sales conducted at a distance.

Accepting Lowball Offers 

What are your legal obligations when a customer makes a significantly low offer which you ”jokingly” accept? Will it be legally binding?

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